Operating within the Vodafone Assure and Operate models, the main focus of this role is to:
• Provide the 3rd Line support required to resolve complex faults, support complex changeduring NWH and on call support when required on rotational basis
• Work closely with the Customer Services center, CSOC, INOC and SCB operations teams
• Provide service restoration and last level of technical support of the solution before the case is passed across to vendor TAC like Cisco, Nokia , Juniper, Adva and Riverbed etc. or to ODA
• Key accountabilities (Role Description):
• To provide 24x7 3rd line assure activities supporting all areas of Real Time Operations and Service delivery covering
o Service restoration for complex faults (Technology & Solution based).
o Real-time complex technical support interface to suppliers, including multi-vendor interoperability issues.
o Timely and effective consultation with other Vodafone agencies as required restoring service.
o Ensure that escalation is in line with both customer and product guidelines.
• Fulfilment of technical on-call activities for activities 24x7
• Provide technical escalation for cases escalated by 2nd line INOC/CSOC, ODA, SCB Ops managers & 3rd line manager
• Excellent hands on troubleshooting MPLS VPN services like L3 VPN, pseudowires, VPLS on Cisco 12k GSR, 76XX, ASR devices, Alcatel 7750 SR, Riverbed, WAAS, QoS
• Root Cause analysis for complex major incidents & escalated faults
• Supports for complex Provide & Change activities.
• Provide support on software andvulnerability advisory services on the installed base of Routers,Switches & other network equipment
• Improve the availability and reliability of Solutions, and the technologies that support them
• Where required, support new technology, service & solution acceptance from into 3rd line support.
• Customer Project and Change delivery activities.
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